Customer Service Sales

Adriana Bravo 847-***-****

Prospect Hts. IL. **070 ************@***.***

Professional Profile

Bilingual Sales Manager with 21+ years of customer service, sales and management

experience. Possesses strong track record in meeting and exceeding forecasts in assigned

product categories. Ability to build strong rapport with personnel, clients, and associates

based on knowledge, professionalism and integrity. Remain current on the latest trends in the

industry, with comprehensive knowledge of financial and insurance products, services and

best practices.

Professional Experience

Bank of America

Glenview L&W, IL. 10/2015 – April 2017

Officer: Financial Center Manager

• Lead, coach and manage a team

• Drive operational excellence

• Exceed customer experience targets

• Achieve revenue goals

• Resolve customer complaints & issues promptly and effectively.

• Develop action plans for associates

• Coordinate Team meeting & Partner meetings

• Lead coach for our Market’s Personal Bankers

• Led new hire orientation & onboarding

• Led Financial Center interviews

• Develop weekly presentations for our Market's Personal Bankers

• Conduct quarterly employee reviews

• Monitor employee sick time & vacation time

• Create employee weekly work schedules

• Balance Atm

• Create surprise cash counts schedules for tellers and ATM

• Main Lobby leader

• Notary Public

Bank of America

Glenview L&W, IL. 08/2014 – 10/2015

Lincolnshire, IL. 11/2012 – July/2014

Assistant Manager

• Provide leadership, coaching and mentoring to teammates.

• Identify and manage everyday risk.

• Adhere to operational controls, including legal, corporate, and regulatory

procedures to ensure the safety and security of customer and bank assets.

• Resolve customer complaints & issues promptly and effectively.

• Develop action plans for associates

• Assist with One Team monthly sales meeting

• Lobby leading as required

• Notary Public

Bank of America

Arlington Heights North, IL. 08/2012 – 11/2012

Buffalo Grove South, IL. 11/2010 – 08/2012

Personal Banker

• Complete ongoing training to stay abreast of product, service and policy

changes.

• Achieve personal production goals by expanding existing relationships and

acquiring new relationships, utilizing effective calling techniques and

leveraging bank products and services.

• Resolve customer complaints, issues promptly and effectively.

• Refer opportunities to business partners where appropriate

• Notarize Financial Service documents

State Farm Insurance Agent Larry Smith, Wheeling IL.

12/1999 - 4/2010

Office Sales Manager

• Completed ongoing training to stay abreast of product, service and policy

changes.

• Developed and trained teammates in effective sales and cross selling

techniques, increasing referrals and profit

• Managed all sales and operations

• Assist in keeping office in compliance with all policies and procedures

• Performed management duties, exercising usual authority concerning staff,

performance appraisals promotions and terminations

• Provided leadership, coaching and mentoring to teammates

• Monitored employee activities, assisted with problems, and took action

when necessary to ensure work quality standards and planned schedules

were maintained

• Recognized by State Farm corporate as a Top Producer.

• Prepared action plans and schedules to identify specific targets and to

project number of contacts to be made; followed up on new leads and

referrals resulting from field activity.

Adriana Bravo• 847-***-**** • ************@***.***

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• Assessed insurance and financial needs of existing and prospective clients,

translating needs into strategies and goals.

• Notarized both Insurance and Financial Service documents..

• Prepared a variety of status reports, including activity, closings, follow-up,

and adherence to goals; reported on special developments, information, or

feedback gathered through field activity.

•

Professional Development

Fluent in English & Spanish

Notary Public, 2000 – Present

Illinois Secretary of State

Bank of America, Illinois

Code of Ethics, BFT Wire Transfers, Federal Regulations, Mortgage HELOC & HELOAN,

Small Business, Advance Sales skills, Anti-Money Laundering, Safe Deposit Box, Fair Lending.

State Farm Insurance, Illinois

Ethics, Customer Service skills, Communication skills, Sales skills, Team leadership, Diversity

workshop, Bank Certification

TeTechnical Skills

MS Office, Word, Excel, QuickBooks, Office Outlook, Prospector Plus, ABS, & Interact.

REFERENCES: REFERENCES ARE AVAILABLE UPON REQUEST

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